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Thu 3 Aug, 2006 10:05 am
Did not get a call back when I was suppose to that day. Did get one the following Monday and set up a time for them to come out and look at the system. Ok..then found out they were going to charge me a service call of 80.00 to do this and asked them why? I have a lifetime warranty and something is wrong with the system, why charge me for a service call? I just want to find out what is wrong at this point and go from there. Answer was that they had bills to pay and workers to pay?? And I don't? I paid plenty towards their upkeep when system was first purchased. Don't feel that I have to keep doing so. Was told that Rainsoft NOW offers a lifetime warranty and only on systems that have the right heads. Since my system was purchased 10 years ago, things have changed?? Was also told that servicing should happen every year you have the system. So lets see, on top of original price another 800.00 to service? When does it end? Was told to compare with purchasing a car..told him not to go there. I was employed by dearlerships for over eight years and the warranty on a car is explicitly laid out as is the service requirements. OK..had to admit, this one is way over my head and handing over to my husband. Trying hard not to lose my cool, but hey..I'm Irish! Me..I just assume that when I am sold something that has a lifetime warranty, then it comes with a lifetime warranty! ASSUME is the operative word here. Tired of buying products where I am told in the sell that "Oh..you'll have no problem with this" and then I have problems with it. Companies, not just Rainsoft, need to be held accountable for how they promote their products. At this point, I talked to another company who explained more about how the system worked and that the first step I should make is to have my water tested by an independent Lab. Doing that just to cover my bases. I don't believe my water quality is the problem. Lived in another place with harder water, had a smaller system than the one I have now and the person that purchased place from me, is still using the same system. Surprise!! She has yet to have it serviced! Don't know how this is going to turn out, but will keep you updated. However...before buying the product...READ THE WARRANTY!! If it says lifetime, don't stop reading there. Depending on this system it is a limited warranty..yes, I finally heard those words!! Ask about servicing. If the system needs serviced every year..then make them tell you that!! Better yet..get it in writing. If this turns out to be the head on my system, will cost me 900.00 to replace. I do have to mention that everyone at Rainsoft has been very nice. Although a little slow on returning calls, they did call back. I just don't like feeling that the cost of all this is going to end up coming out of my pocket again. Their service call is more than what I pay for a Dr.'s visit, but at least I was honest and told my husband that I was high maintainance before he married me.
RainSoft® Warranty Warning!
This warning applies to all owners of RainSoft® water treatment equipment with brass control valves.
The Brass valve and its control parts are obsolete. Q valves included!
Your RainSoft® Lifetime Warranty no longer applies to these Brass valves!
Key repair parts have been out of production and un-available for over a year.
RainSoft® has instructed dealers not to repair these valves.
Dealers are instructed to sell composite conversion valves.
This composite valve is a low-end bastardized Fleck valve.
Also, all Lifetime Warranties are Limited Lifetime Warranties.
McTavity, let me know if I can help you and your husband out with this problem.
Regards,
Kevin
lifetime warranty
I know this about warranties and guarantees: read the fine print before signing anything.
Learn what the legal definition is for what a lifetime warranty is for your state. In my state, NY, Lifetime Warranty means 7 years.
Also, know this about SOME warranty situations. Many people get upset unnecessarily when they either unknowingly modify or have installation and/or repair from non-authorized repairs. The majority of times (not ALL), the consumer breaks the contract in the warranty.
My advice: Find out what Lifetime warranty means in your state FIRST.
Not knowing about ALL the details, it sounds like you may have done what you could. If you're not satisfied, you can always take it to Better Business Bureau. How young are you?
Rainsoft Water Softener
My husband can run the water softener system manually and it works great. So with his deductions, the problem is the timer. Called Rainsoft and they are checking to see if they have a timer for this system in stock. If so, my husband will install. I was told that our warranty was for 10 years, so voiding it by doing the work himself will not matter at this point.
What I have learned by this process is that it is up to us, the consumer to make sure that when we buy something, especially big ticket items, DO YOUR HOMEWORK! Read the warranty BEFORE you buy and understand the product you are buying! It is before you buy that any questions that you have should be answered. If they can't be answered or explained to your satisfaction, THEN DON"T BUY! Remember, a water softener is a piece of machinery and as with all pieces of machinery they do have a limited lifetime. (Common sense thing again :wink: )If a company is willing to give a lifetime warrenty on some of the parts, know which parts they are and if you have to, write it down! Check to see what the product parts are..plastic will not last as long as metallic, etc... Many times have I purchased something and just started using it without thinking about the upkeep and the fact that I am probably going to outlive the product. That is, until I have problems with the product, then I get frustrated at the company or person that sold me the product and expect them to THEN educate me about it! My problem! Rainsoft has more than co-operated with me and if that changes, I will let you know. At this point, I don't believe they are any better or any worse then any other company out there. I do know that when the product is working, we are quiet pleased with it. So, if I had paid more attention when we first bought the water softener, if I had educated myself and used the common sense that I know I have, I would not be in the position I am right now....upset. I had to be really honest about this and say that I am more upset with myself for not paying attention when we first purchased and just taking for granted that it would chug along without anything from me. However, I do want to mention that Rainsoft service and parts prices are steep. Another thing to educate yourself about if the need arises. I also believe that they need to follow what is promised in the sale a little closer, but then that comes back to getting everything in writing and educating yourself. The people that I have dealt with are an independent dealer and if you are having problems with yours, it could be that you need to inform corporate about it. Independants have there own way of dealing with things and don't always stick to the corporate standards. If you don't inform corporate, they have no way of knowing about these dealers. In my case, I would have made a free service call to check on the problem. If it is the timer, I would have sold the part and charged for labor and had a completely satisfied customer that would call me the next time something goes wrong. As it is, hopefully they have the part...which my husband will install. I will set up for the yearly servicing, another expense that I don't need, but now that I realize more, I feel would be for the best to get the longest life out of my system. I am hoping they call back soon. That seems to be a weak point with my dealer. Moral of the story: EDUCATE YOURSELF FIRST! BUY AFTER! Otherwise, you have nobody to blame but yourself.
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